1. Service Windows

• Standard pickups are completed anytime between 9:00 AM – 5:00 PM on the scheduled date (within ~10 miles of pickup address).

• Rush/Priority service (+$10) guarantees same-day pickup if booked before 12:00 PM.

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2. Items & Drop-Offs

• Each pickup includes up to 5 items and 1 drop-off location.

• Additional items are charged at $3 per item.

• Additional stops are charged at $12 each (same route). Off-route stops may require a custom quote.

• Oversized/Heavy Items – Packages weighing more than 25 lbs or requiring two people to lift may incur an additional handling fee of $15 per item. Please notify us in advance if you have oversized or unusually heavy items so we can plan accordingly.

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3. Add-On Services

• Packaging an item: $5 each

• Printing a label: $3 each

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4. Customer Responsibilities

• Customers must provide all required QR codes and/or labels prior to pick up (unless a printing service has been added on the booking form).

• Refund Runner is not responsible for errors, invalid codes, or system issues generated by Amazon, UPS, FedEx, USPS, or other third-party platforms. 

• Items must be ready at the scheduled pickup time and safely packaged if required by the carrier. For package-less pickups, items must be in the original packaging and re-sealed.

• The customer must be reachable at the phone number provided in case of issues at pick-up or drop-off.

• Customers are encouraged to upload a photo of each item with its coordinating QR code or label attached when booking. This helps confirm the correct return details and avoids issues at drop-off. Refund Runner is not responsible for items submitted with incorrect or mismatched QR codes/labels.

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5. Undeliverable Packages

• If a package cannot be delivered due to an invalid or non-working QR code/label, or because store staff cannot process it:

  • Refund Runner will attempt to contact you immediately in-store to resolve the issue.

  • If you are unreachable, we will continue to make multiple attempts to contact you within 24 hours to resolve the issue and re-drop off your package at another designated drop-off location along the driver’s route.

  • If you have not contacted us within 24 hours of the first attempted drop-off, your package will be returned to you.

  • A Return Trip Fee of $10 applies for bringing the package back. Your item will be redelivered once this fee has been paid via Zelle, Venmo, or PayPal.

  • Refund Runner will hold the package for up to 7 days after the originally scheduled drop-off. If the fee is not received within this time, the item will be donated to a local charity.

  • Customers may reschedule a new drop-off at the standard rate once the QR code/label issue has been resolved.

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6. Payment Terms

• Payments are due in full before service is rendered.

• Accepted payment methods: Zelle, Venmo, PayPal.

• All payments are non-refundable.

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7. Cancellations & Changes

• Cancellations must be made at least 24 hours in advance of pickup.

• Same-day cancellations or failed pickups (e.g., items not ready) may result in a $10 cancellation fee.

• Pickups may be rescheduled one time without penalty, provided Refund Runner is notified within the required 24-hour time frame.

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8. Liability & Limitations

• Refund Runner acts solely as a courier for transporting packages to designated drop-off locations.

• We are not responsible for:

  • Delays, errors, or lost packages once an item has been accepted by UPS, FedEx, USPS, Amazon, or other carriers.

  • Carrier decisions regarding acceptance of packages.

  • Packages not eligible for return or beyond retailer return windows.

• Refund Runner’s liability is limited to the service fee paid for the pickup.

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9. Refusal of Service

Refund Runner reserves the right to refuse service for:

• Oversized, hazardous, restricted, or improperly packaged items.

• Situations deemed unsafe for drivers including loose pets, construction, inaccessible walkways, etc.